Team Manager - Call Center Operations

About the role

The Team Manager – Call Center Operations will lead a group of customer service agents, coaching and motivating them to achieve high performance and customer satisfaction. You will be responsible for training, performance management, and ensuring the team meets service level agreements.

Key responsibilities

• Motivate, coach, and develop call centre representatives through regular 1‑to‑1s and team meetings.
• Manage day‑to‑day activities, prioritize tasks, and assess risks to meet SLA targets.
• Maintain training and development plans for all team members.
• Drive attendance and retention goals using company methodology and personal initiative.
• Apply performance management and disciplinary measures fairly and consistently.
• Escalate operational issues to senior management and highlight risks and improvement areas.
• Collaborate with management to identify efficiencies and deliver results within budget.

Required profile

• Minimum 2 years experience in a contact‑center environment.
• Strong coaching, communication, and people‑development abilities.
• Ability to handle demanding customers and escalations effectively.
• Creative thinker with a focus on continuous improvement.

Required skills

What we offer

• Professional growth in a rapidly expanding, high‑impact sector.
• Collaborative, global culture with diverse colleagues.
• Access to Sun King Academy for leadership and managerial development.